GENERAL REFUND POLICY
We are constantly striving to make our customers happy. We are proud of our product selection and customer service. We want you to feel safe to shop with us and have an enjoyable experience while doing this. That is why we are offering you the possibility to return the purchased retail items for refunding or exchange for 30 days after delivery. Please note that monogrammed, personalized, custom made, promotional and special-offer items, as well as items damaged through normal wear and tear, are not eligible for returns. These items are eligible for exchange or reshipping in some cases.
We encourage you to contact us and inform us about any problem that you may encounter with your purchased products and purchasing process, regardless of when this occurs. Some items might benefit from different periods of limited warranty provided by manufacturers and we will be more than happy to help you and come up with a solution if that's possible. Trust that we are always focused on helping our customers the best we can.
You will get a full refund if your item is lost and you don't receive it in maximum 60 days after purchasing date.
If there is an item which you purchased and then we find out the item became unavailable, we will inform you about the situation and fully refund you for the out of stock item.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, if applicable.
Several types of goods are non-returnable items. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept returns for health and personal care items, intimate products, gifts cards, downloadable software products, hazardous materials or flammable liquids or gases.
To complete your return, we require a receipt/proof of purchase and proof of damage (photo), if applicable.
There are certain situations where only partial or no refunds are granted:
Any item not in its original condition, that is damaged or have missing parts for reasons not due to our error;
Any item that is returned more than 30 days after receiving it.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Shipping costs are usually non-refundable. If you receive a refund, the cost of shipping (stated or implied) will be deducted from your refund.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Next, contact your bank and/or your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We want you to shop with us with peace of mind. That is why, the sale items are, as well as retail products, eligible for returns and refunds. A 20% restocking fee will be applied for these products (of their discounted selling prices). The sale products are not discounted because they are low quality, refurbished or damaged. We are not selling such products! We simply choose to promote or clear-sale some of our products or we manage to get better deals with the manufacturers when we are selling higher volumes and because of very low or even negative margins, we can't afford even the restocking costs for these items.
Promotional or special offers (for ex. give away products for which you only pay shipping and handling costs) are not eligible for returns and refunds. These items are eligible for replacing if they are defective or damaged.
We only replace items if they are defective or damaged. Please inspect your items and contact us in a 5 business days time after receiving them, if they are faulty. Send us an email at firstname.lastname@example.org with details and photo about the problem.
An exchange will be processed as soon as the returned item/s is received and accepted.
Depending on where you live, the time it may take for your exchanged product to reach you may vary, but you can expect to approximately the same delivery time as for your original order.
Shipping and Delivery
We will always try to ship your purchased products as fast, safe and cost-effective as possible. We are shipping securely with a tracking number in most of the countries, from several locations from the US and China and you can check your order status on the carriers' site or on our site anytime. Shipping may take between two and four weeks, sometimes up to six weeks depending on the product and country of delivery. Shipping in the US, for example, usually takes about 1-2 weeks.
For logistic reasons and for a faster delivery the orders with multiple items might be shipped from different locations. Orders are limited to max 10 items per order. The orders that exceed that limit will be disregarded. We reserve the right to decline any order, for any reason, and of course refund you entirely.
You will get your package by mail or by a carrier. In case of international and domestic shipping, the carrier will usually make three attempts to deliver your package at the delivery address specified by you in the order, before they contact us that your package is not deliverable. If you have not received the package, you can track the package through the online tracking service of the carrier (we will provide you the tracking number by email), if applicable. You can also check your order status on our site anytime, if applicable. If the package status is shown as undeliverable please call the carrier’s Customer Service at their local number and quote your tracking number to trace your package.
We do not take responsibility if the delivery address provided by you is incorrect or outdated or if the carrier could not contact you on the phone number that you provided. If a package is returned to us because the address is incorrect or outdated we will consider the order status as closed, and no refund will be issued. Please carefully check to make sure that you have supplied a current and correct shipping address as well as a valid phone number. Please make sure that you do not supply a Post Office Box address for your shipping address when delivery might involve carriers and local taxes.
You may request a reshipment attempt but you will be responsible for fees associated with additional shipment and delivery attempts. We will resend the order by request and only after an address verification is completed. Reshipment times are the same as for regular orders.
Please note that in some countries you may be charged customs or taxes by your government. We are not responsible for any duties or fees charged by your government. You will be responsible to pay the duties and taxes to the carrier directly at the time of delivery if they present you an invoice for these fees.
Swedish VAT (MOMS) of 25% adds automatically to the total price (items plus shipping) when purchasing delivers in Sweden.
In case of international or domestic deliveries by carriers, it generally requires a signature. It is the discretion of the carrier driver if a signature is required. If any duties or taxes are due, then the carrier will require payment at the time of delivery. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. If the driver deems it necessary to obtain a signature and has made three delivery attempts, then the package is returned to us as undeliverable. If the package status is shown as undeliverable please call the carrier’s Customer Service at their local number and quote your tracking number to trace your package.
If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing in advance your gift recipient that they should expect a package you will help us ensure that they receive your gift.
If you want to return an item that was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, contact us at email@example.com and you'll be provided with your designated return address and other practical details.
If the product you received is damaged, non-functional or significantly different from the description in terms of quality, we will cover the return shipping costs, if applicable. You will be responsible for paying for your own shipping costs for returning your item if you picked the wrong product or you just don't want the product anymore.
You might want to consider using a trackable shipping service or purchasing shipping insurance when you return products, especially for those that are more expensive. We can’t guarantee that we will receive your returned items.
REFUND POLICY FOR CUSTOM MADE ITEMS
Delivery Time Estimates for Custom Made Items:
Production Time: 2-7 Days, depending on the items
US, UK, CA, AUS Delivery Time Estimates: 10-25 Days (With Destination Tracking)
Other International Delivery Time Estimates: 2-4 Weeks (Does Not Include Final Destination Tracking)
Delivery Time Guarantees for Custom Made Items:
US, UK, CA, AUS Orders With Destination Tracking
If an order has not been successfully delivered and it has been more than 45 days since the order was processed the customer may request a refund or have the order resent free-of-charge.
All Other International Orders
If an order has not been successfully delivered and it has been more than 60 days since the order was processed the customer may request a refund or have the order resent free-of-charge.
Delivery Time Disclaimers
The "45/60 days" refund policy may be nullified or extended due to random events such as adverse weather conditions, political unrest, or postal worker labor disputes that may impact various delivery locations.
Order Modification Policy
Change and cancellation requests are only allowed within 12 hours from the time that the order was placed. After 12 hours have elapsed, no order modifications are allowed. You can make an order modification or cancellation request by sending an email to firstname.lastname@example.org or via Contact Us.
If you need to change an order within the 12-hour allowable time frame, we will be able to assist with the following scenarios:
Removing items from an order
Change of shipping address
Change of email address
Change of customer’s name
It is not possible to change a variant or add more items to an order.
Items Damaged or Poor Quality
If an item is damaged or is shipped with a poor-quality print, you must send us a photograph of the poor-quality print or damaged area. Nice & Cool will replace any items damaged or poor-quality at no additional cost. Nice & Cool is not responsible for items damaged in shipping, but we provide you with the possibility to purchase very affordable insurance for the transport of your order (after you place your products in the shopping cart).
Wrong Product Shipped/Missing Items
If we ship you the wrong product, send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.
If you have any other complaint regarding the design printed on a product, please send us a photo. Credits, refunds, or reprints will be issued at the sole discretion of Nice & Cool, in the unlikely event that the printed design differs substantially from the artwork that was chosen or submitted. We will investigate every case and will work to provide a resolution that satisfies you.
In the rare event that you are unhappy with the fit of the shoe or garment, Nice & Cool will process a free exchange for you.
Refunds will not be issued for sizing disputes, only exchanges are allowed.
Free exchanges will only be allowed once per order. Any costs related to exchanges past the first free exchange must be covered by the customer.
In order for a free exchange to be processed, you must provide the following information: the reason the shoe or garment didn’t fit (i.e. too small, too big, too narrow), the new requested size, your name, and order number.
Size exchange requests that differ by more than one size from the original size ordered will be considered a customer-input error and will not be eligible for exchange by Nice & Cool.
To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for your reference.
Package Returned To Sender
Nice & Cool will not refund nor assume liability for orders returned due to incorrect address information provided by customers or missed delivery attempts by couriers. You may request a reshipment attempt but you will be responsible for fees associated with additional shipment and delivery attempts.
We will resend the order by request and only after an address verification is completed.
Reshipment times are the same as for regular orders.
Used Items and Term Limits
Items in used condition are not eligible for refunds or exchanges. New and unused items that have been successfully received by customers within 30 days are eligible for returns or exchanges. Once 30 days have elapsed from the receipt of goods, refunds and exchanges will no longer be accepted.
Except the above, the general Refund Policy and Terms of Service apply.